Patient Survey 2013 Clare Laycock Practice Manager

Patient Survey 2013 Clare Laycock, Practice Manager

Q 1 If you were feeling very unwell, what would be your first response? 2% 3% 8% A&E GP NHS Direct WIC 87%

Q 2 In the last 12 months, have you been able to make an appointment with the GP of your choice? 3; 1% Always 92; 35% Sometimes Never no answer 162; 62%

Q 3 If you were unable to make an appointment with the GP of your choice, were you offered an alternative?

Q 4 Are you happy with your confidentiality at the reception desk? 0% 7% Yes No no answer 92%

Q 5 How would you rate your recent consultation with the GP, Nurse or Health Care Assistant? Excellent 201 77% Good 57 22% Average 0 - Poor 1 0. 4% No answer 1 0. 4%

Q 6 Please suggest any improvements to building or facilities Thirty two patients made suggestions to improve building or facilities, these have been categorised as follows: • • • Accessibility Appointment availability Car parking Clock in waiting area Communication Confidentiality at reception Décor in waiting area Distance of surgery from home Electronic prescriptions Noise in waiting area Toilets locked

Q 7 Overall, how would you rate our service? 2% 2% Excellent Good 35% Average No answer 61%

Q 9 If so, did you understand the changes to NHS services since April 2013? (n=79) Q 8 Did you recently receive a prospectus from NHS Wakefield CCG? 3; 1% 100% 79; 30% 90% 80% 70% 60% 50% 40% 30% 178; 68% Yes No No answer 20% 10% 0%

Q 10 Have you heard of Wakefield Health. Watch? 4; 2% 48; 18% Yes No No answer 208; 80%

Conclusions • Majority of patients would contact their GP in the first instance if they felt unwell • Almost two-thirds of patients were always able to get an appointment with the GP of their choice • Of the 95 patients who were sometimes or never able to get an appointment with the GP of their choice, two-thirds confirmed they were always offered an alternative

• The majority of patients were happy with their confidentiality at the reception desk • 99% patients rated their most recent consultation as Excellent or Good • One patient stated their consultation was poor, but actually rated our overall service as excellent • Our service was rated Excellent or Good by 96% patients

Demographics 16 -29 30 -39 40 -49 50 -59 60 -69 70 -79 80 -89 90+ Male 104 1 1 7 17 31 31 16 0 Female 125 7 9 12 18 33 38 7 1 31 patients did not supply demographic data

Improvements to building or facilities Accessibility = 4 • Automatic doors to GP surgery, can’t get through with 2 sticks • Electronic doors to waiting area and practice rooms, people struggle with pushchairs, wheelchairs, etc • Path leading down is rather steep, handrail helps (x 2) Appointment availability = 2 • Keep to appointment times • More chance to see a doctor when you feel unwell, not 1 week later Car Parking = 5 • Better marking in carpark and cut bushes back • Parking improved or monitored as used by shoppers • Extra parking, always full/nearly full • More parking spaces (x 2) Clock in reception = 3 Communication = 3 • In-house translator • Some staff not polite on the appointment line, they seem to be very rude on the phone and on reception • To know how many people are waiting in front of you Confidentiality = 4 • Improved confidentiality at reception desk • Partition booth at reception • More privacy at reception (x 2) Décor = 2 • Not convinced about the ‘mood’ lighting in reception • Redecorate the waiting area Distance = 1 • Need something nearer than this for patients that live a distance away Electronic Prescriptions = 2 Noise = 2 • Turn music off • Don’t let patients be allowed to answer calls in the waiting area and speak loudly Toilets = 5 • Bigger loos • Go back to leaving toilets unlocked so we do not have to ask for a key • Don’t have toilet door locked • Toilets • Understand why toilets are locked, but it is a real pain